I am writing to register a complaint regarding the service request for my Samsung S21 FE Exynos, as documented under Service Request No. [protected].
I purchased my Samsung S21 FE Exynos (Model Name: SM-G990EZAIINS, Serial Number: RZCT813087X – [protected]) on 22nd September 2022, through Flipkart. Unfortunately, a disturbing white vertical line appeared on my display on 02nd February 2024, following the latest software update received on 26th January 2024.
The service request was initiated for a free display replacement on 06th February 2024. However, the request was denied on the grounds that my handset is out of warranty. I have learned that free display replacement is available only for flagship handsets affected by the software update, as per Samsung's latest terms and conditions. Despite the fact that S21 FE Exynos also falls under Samsung's purview and the issue is purely software-related, the denial of free display replacement seems unwarranted.
After several communications, the Samsung premium team acknowledged the software update issue from their end on 09th February 2024 and suggested a possible free display replacement if the terms and conditions are amended. However, it has been three weeks since the incident, and I have yet to receive any confirmation.
As a loyal customer of Samsung products, I believe in the integrity of their service offerings. However, the denial of mandatory free service has left me deeply dissatisfied with the overall experience. This issue has caused inconvenience and disruption to my daily activities, and I kindly request prompt assistance to resolve it.
Thanks and Regards,
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